Study on the post-COVID hotel service trends as perceived by the customers of Okada, Manila

Abstract: Due to the unforeseen unemployment of millions of people, the hospitality sector was among the first to be affected and among the last to recover from the COVID-19 ongoing spread. It is also widely acknowledged that the hotel and tourism sectors contribute significantly to the pursuit of a more sustainable development strategy that will contribute to the green economy. As the top hotel in the Philippines, this qualitative study seeks to identify and comprehend the service trends used by Okada to retain customers, the direct impact of these trends on customers, and how Okada differs from other hotels in terms of these trends. The phenomenological research approach was used because the study's goal was to identify and comprehend post-covid developments in Okada. Primarily, this aims to better understand consumer preferences because the hotel sector places a high priority on customer satisfaction. Data was gathered using a questionnaire. Okada Manila adjusted and focused entirely on enforcing appropriate health and safety policies and ensuring that these rules were followed to protect the safety of its visitors as part of its survival strategies following the pandemic. Most participants stated that booking accommodation in Okada is simple. Marketing, promotions, security, service, and technology were all used to supplement the study's findings.